The 2024/25 Tenant Satisfaction Measures results are now available

Published: 30 June 2025

The 2024/25 Tenant Satisfaction Measures (TSMs) results are now available, showing how we are performing against 22 measures created by Regulator of Social Housing, the organisation that oversees housing associations in the UK.

Who did we survey?

We use independent research organisation, IFF Research, to collect your feedback throughout the year. They did 600 telephone surveys with customers between April 2024 and March 2025, making sure that we spoke to a range of different customers in different types of home.

The results below come from customers who rent homes from us, this is most of our customers. In line with guidance from the regulator, we only need to report data from these customers.

The results

The TSMs are divided into two types:

1. Questions we asked you, our customers

There are twelve TSMs. They cover a range of subjects such as repairs, complaints, being listened to and our approach to community safety.

Our performance for 2024/25 is detailed below, compared to our performance in 2023/24:

2. Information that we collect

The other ten measures are information we collect as an organisation throughout the year. These are things like number of complaints received, number of anti-social behaviour reports, how long we take to complete repairs, and how we complete essential health and safety checks.

Median means the middle score in a list of scores of other housing association's performance. It gives you a better idea of how we are performing than the average, which might be affected by very low or very high scores.  

Top takeaways

1. Three-quarters of our customers are satisfied with the overall service from SLH. Performance highlights areas of strength, such as SLH treating you fairly and with respect, perceptions of a safe home, clean and well-maintained communal areas and our contribution to the neighbourhoods.
2. Our performance remains largely consistent with last year’s performance with the only significant change being a decrease in satisfaction with handling ASB. A greater proportion of customers we surveyed this year had experienced ASB – this negatively impacts perceptions across all TSMs.
3. We’re performing better than most housing associations in eight out of 12 of the TSMs we ask you about.
4. The area where we don’t perform better than most housing associations relate to repairs (both overall satisfaction and time taken to complete repairs), and SLH providing a home that is safe and well maintained. We’re working on ways to improve, and you can read more about what we’re doing below.
5. Our top score is for ‘treat you fairly & with respect’ with 85% of customers we spoke to agreeing that SLH treats them fairly and with respect. We improved slightly compared to last year.
6. Our lowest score is for ‘approach to complaints handling’, 47% of customers advised they have made a complaint in the last 12 months saying they were satisfied with how their complaints were handled. This has dipped from 55% last year. While this score might seem low, this result is in the top 25% for housing associations we are compared with.
7. We received 10% more stage 1 complaints than last year. This might sound bad, but we have done lots of work to raise awareness of our complaints process.
8. During 2023/24, nine complaints progressed to stage 2 of our process. During 2024/25, that number has jumped significantly to 24. On review, it appears that many of these could have been handled better at stage 1. We are making changes to our processes to improve the quality of our stage 1 responses.
9. There have been 18 occurrences where we have failed to either acknowledge or respond to complaints within the Housing Ombudsman timescales. We have identified how we can learn from this to improve performance moving forward, including updating our systems and reminding colleagues about the correct process to follow. In addition, during 2024/25, we recruited a new complaints and performance officer; this is a new dedicated resource to manage the complaints process.
10. We get a lot more ASB cases than other housing associations. While this might seem negative, it also shows that customers feel confident reporting ASB to us.

Board involvement

Our TSM results are shared with the SLH Board on a quarterly basis. After noticing a decline in satisfaction during April to June 2024, the board requested an action plan to address performance issues. They are committed to driving improvements, closely monitoring the plan's progress and reviewing its impact every quarter.

What we’re doing

Here are some things that what we’re doing because of our TSM results, with a focus on better communication and satisfaction with our repairs and maintenance service.

• We now share all reports of dissatisfaction with colleagues, so they can look into them quickly and make improvements.
• We’re reviewing our process for when we can’t access your home, to help us get in sooner. This should mean we can get the job done right the first time, instead of making multiple visits.
• After you’ve received a service from us, we’ll now ask for your feedback in a new way. Hearing from more customers helps us check how we’re doing and make sure we keep providing the best possible service.
• We are introducing a new seven-day urgent repair priority to ensure that essential repairs will be completed more quickly.
• In response to customer feedback regarding ASB, we have changed the way we support customers. Over the past year, we’ve been talking more with our customers to hear your concerns and find better solutions. All our Community Safety Officers have now completed special training to help them better support people who may have been through difficult experiences, making sure everyone feels understood and treated with care.
• We are reviewing our protecting vulnerable witness procedure, and we are introducing Victim Champions and Victim Impact Statements. These changes are based on recommendations from the Housing Ombudsman’s report, “Spotlight on Attitudes, Respect and Rights – Relationship of Equals.”
• We have engaged with customers who have reported ASB in the last twelve months and are exploring ways to address some of the concerns and suggestions you have made. This will include more visible walkabouts and security.
• We are reviewing the role of our neighbourhood officers, making sure they have what they need to help customers with all their needs, so there’s less need to pass queries on to other teams.
• We are looking at new ways for customers to share their views about our services. We plan to bring these opportunities directly into the community, making it easier for everyone to get involved.
• We’ve brought in our own repairs team to carry out bigger jobs, such as voids. This means we don’t have to rely on outside contractors as much, so we can get things done faster, to a higher standard, and keep customers better informed.
• We are reviewing the repair process to understand what causes you frustration and find ways to make it smoother for you.
• We are exploring the possibility of providing a clean-up service following major leaks that may occur in homes. In addition, we are updating our processes to ensure prompt responses from electricians following leaks.
• When disruptive works are taking place, we now post cards in neighbouring homes to advise of works taking place to give you warning that there may be some noise disruption.
• We have completed a van stock review to ensure operatives are carrying the correct tools to help ensure repairs are completed, where possible, during the first visit.

What we are doing well

Whilst we recognise that there are areas where we need to improve, we are pleased that most of our customers are satisfied with the service provided by SLH. Customers say they are satisfied because they haven’t had any problems, and repairs are done quickly and well.

Customers satisfied with repairs have told us that the process is usually straightforward—from reporting the issue to getting it fixed, everything goes smoothly and meets expectations.

Customer also appreciate when our staff listen to their concerns and take action. Good experiences often come from helpful staff who follow issues up and make sure things get sorted out.

Shared ownership customers

We also surveyed 10 of our 40 shared ownership customers, so that they can have their say on our service. Satisfaction is slightly higher amongst these customers, with eight of ten customers saying they were satisfied overall with SLH.

What happens next

Our results and response will be sent to the Regulator by the deadline of 30 June 2025.